ComplaintsforPeterson Toyota

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Peterson, Toyota fraudulent activity on extended warties. That they are selling that Do not warranty any part of a vehicle that was purchased from them. As it sits, it has not been modified in any form from the day of purchase from that dealership!! I was OVER SOLD and paid for an Extended warranty that now being told will not cover anything on the vehicle.

  Customer response

  07/01/2024

  I'm trying to delete my response. As we have resulted issue, thank you

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 23rd I visited Peterson Toyota on Fairview to look at some of their used 4runners for sale. I worked with *******. I test drove a 2021 with 37k miles. He mentioned a woman prior in the day test driving it, and she suspected it was in the trim Venture. I told him it looked like a Trail. Shortly after, I asked him outright if hes certain its a Venture and not a Trail, to which he assured me its a Venture and said ****, says right here, Venture as he had the listing pulled up. He told me that it has blindspot detection, which in fact it does not. I put a deposit on the vehicle the next day, and purchased it outright the following day. Throughout this three day interaction, I had taken a screenshot of the listing on their Toyota website which clearly states Venture, with the correlating VIN and Stock #. Over the weekend while researching the differing trim packages, I came to the realization that the car I bought was in fact the Trail edition/trim. From my ***** Blue Book search, the Trail is priced about 5k less than the Venture. The specs are completely different, the suspension is different, MANY aesthetic aspects that set the two apart. I was told the heated seats were aftermarket costing 1k, when they are factory stock, same w the roof rack. On Monday 5/27, I went back into dealership to explain the situation, he offered me a refund in full, or I can keep the vehicle. He said that they priced it fairly, and apologized for the mix up as they use a third party to list their cars. He also noted that he asked ******* about me asking twice if its a Trail, and he said ******* said that never took place which is a lie. Peterson Toyota committed fraud by misrepresentation, negligence, and false advertising. I am extremely displeased with how they handled the situation. The manager noted that my search of *************** book was outdated and that they pay for a premium program, and when I asked to keep the paper he referenced he said no.

  Business response

  06/03/2024

  We offered to take the vehicle back from ************** when we realized the error, but she insisted on keeping the car and stated that we owed her money for the mistake. One website we do not manage had her original listing incorrect, which is why we offered to take the vehicle back. However, the other websites we used were all correct. There are also disclaimers on all websites we used that the dealer isn't responsible for errors. We really tried to work with **************, but she stated she really wanted to keep the car and refused the offer of a full refund. Not only that, she went to Nextdoor.com and said a lot of the same things in her complaint even though we offered her a full refund. When she indicated she didn't want to give the car back, then we had no choice but to let the deal go thru the proper state procedures. If ************** would like to trade the vehicle in for something else, we would be happy to do so. A refund is off the table at this point. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 27th, 2024, I purchased a 2016 ***** Spark EV that Peterson Toyota had advertised having an 82-mile range. When I purchased the vehicle, it was low on charge, and I charged it overnight only to find out it only had a 49-mile range fully charged 59.7% of what they had advertised. I immediately contacted ********************* my salesman because he knew how important the range was to me because it was the primary topic during the buying process- He drives a ***** so he knows how important range is on an EV. He recommended I take it to their ***** dealership to have it looked at, so I did. April 11th inv#****** at Peterson ***** they looked at it and got the range to ********************************************************************** know its condition- I had to take it to ************************* on 05/02/2024 to have that test performed. 05/17/2024 I went in to seek a resolution which their offer was quite frankly offensive. ***** has been awesome during this ordeal, but I don't think his management team cares about it. All I am asking for is to either make this car get at least close to an 82 mile range like it was advertised and sold to me or swap me out for a different car- My visit today was underwhelming I do not have an excess of free time and mine was wasted today and you made me very angry which I apologize for my behavior but if you were in my shoes you would be ****** to.

  Business response

  06/03/2024

  Unfortunately there isn't a way for any dealership to tell how long a battery will last, or an entire car for that matter. Chevrolet stopped warranting this vehicle in 2019, so it doesn't seem reasonable that a Toyota store would be able to warranty a vehicle that the original manufacturer stopped warranting five years ago. If client would like to trade the vehicle in for something else, we would be happy to assist.  

  Customer response

  06/03/2024

   
  Complaint: 21726910
  
  I am rejecting this response because:

  Check your facts before you make a statement this car is still under manufacture warranty until September 2024 for the battery. Furthermore my complaint is based solely on your false advertisement of range. I have already tried to trade it on a different vehicle and you expect me to take a financial loss due to your false advertisement on range. Give me full credit on the original purchase price and I would be more than happy to get a different vehicle from you. However when I last stopped in you expected me to take a loss of over 33%. I refuse to lose any money because you lied. Again I would be more than happy to purchase a different vehicle but I am not the one who is going to lose money because you lied. 
  
  Sincerely,
  
  *********************************

  Business response

  06/11/2024

  Peterson Toyota never advertised how long ************************** vehicle battery was supposed to last. If the battery system is under warranty until September 2024, then we would encourage ********************** to take it to a ************* facility to have the warranty work done. The only thing we can do is put facts from the original manufacturer about the vehicle. If ********************** has proof somewhere that shows that Peterson Toyota in fact guaranteed that his 2016 ***** would get the mileage he states, then we would invite him to this proof in. If our paperwork matches his claims, then we have an avenue to work with. The battery system is 8 years old. I'm not sure even a ***** store would guarantee mileage range at that age of an electric vehicle. We are sorry ********************** thinks the way he does, but like I mentioned, we would be happy to help trade him out of this vehicle. 

  Customer response

  06/12/2024

   
  Complaint: 21726910
  
  I am rejecting this response because:

   

  your advertisement both on cars.com and your website had it listed at 82 mile range you should have record of that. I have already attempted to have your Chevrolet dealership do a battery degradation test as industry standard is 1-2% a year an acceptable value which would be 68 mile range at minimum,I received subpar service and a deer in headlights look when I picked my car up from them asking what the measured kilowatt hours of the battery were, all they did was an update to get the range from 49 miles to 56.Neither the receptionist, technician, nor the service advisor had any idea what I was talking about I am a consumer not a full service Chevrolet dealer. At this point in time I would like a manager or the owner to call me to settle this. I have already attempted to trade this in and found your offer less than acceptable. I operate a business myself and if I advertise something and it doesnt meet expectations I either give a refund or swap it for something that meets expectations. The way I have been treated by you and you questioning the way I think is embarrassing for your business. I think I should have got what I paid for and nothing more. Make this right is all Im asking Im willing and more than able to purchase a different vehicle from you but your last attempt was a slap in the face and I lost my cool and had to apologize to your awesome salesman. This was supposed to be my daughters first car and it has turned into a nightmare. This conversation has gone on to long lets settle this once and for all so I can put this behind me.
  
  Sincerely,
  
  *********************************

  Business response

  06/13/2024

  There is no way that any manufacturer can accurately predict how many miles a driver will get with an EV Vehicle. It's common knowledge that as an EV gets older, then the battery will diminish over time. ********************** even acknowledges this in his last rejection. Even the manufacturer of EV's can only use "averages" and not guarantees for how many miles an EV will get. Many factors go into how many miles an EV will get. Climate (heat and cold), how a driver drives the vehicle, how many interior accessories are being used while the vehicle is running, and many other factors. Furthermore, ********************** signed no less than three (3) "As-Is" forms that he was buying the vehicle as it sat. If ********************** would like to review these documents, we would be happy to present them to him. We really have no where else to go on this except offer ********************** an opportunity to trade the vehicle in.

   

  Also, we use software to describe our used vehicles online. However this information is provided by a third party site and not something Peterson Toyota takes the time to personally write. However, with that, the company also provides disclaimers to let consumers know the info provided is as accurate as possible. I have included the disclaimer below that we include on every used car that we advertise. 

  "While every effort has been made to ensure display of accurate data, the vehicle listings within this web site *** not reflect all accurate vehicle items. All Inventory listed is subject to prior sale. The vehicle photo displayed *** be an example only. Pricing throughout the web site does not include any options that *** have been installed at the dealership. Please see the dealer for details. Vehicles *** be in transit or currently in production. Some vehicles shown come with optional equipment. See the actual vehicle for complete accuracy of features, options & pricing. Because of the numerous possible combinations of vehicle models, styles, colors and options, the vehicle pictures on this site *** not match your vehicle exactly; however, it will match as closely as possible. Some vehicle images shown are stock photos and *** not reflect your exact choice of vehicle, color, trim and specification. Not responsible for pricing or typographical errors."
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-14-2024 and 3-15-2024: I went to Peterson Toyota in *********** to try and buy a used truck, and explicitly told everyone to NOT run my credit to more than two banks, and they ran my credit with multiple banks, including ones I specifically told them not to run my credit with because I knew those banks would not approve me. The finance department then, without my permission, ran me with many banks, without my permission. They then added a total of 7 new inquiry on my credit reports and did not fight for me to get the loan, and I was denied at all 7 of the banks/credit unions. They misled me, made me wait an extremely long amount of time (over a two day period total) to just brush me off once they received the auto-decline notice from the banks automated system, instead of working with those banks to work out a loan term which would have been suitable enough for me to get the truck and make us all happy. They misled, misinformed and misguided me and i was treated so poorly, without getting the loan or truck. I personally had to walk over to the *** dealership just to get things taken care of in a timely manner for the value of my trade because I was being so poorly treated and nobody was doing what they said they were going to do, another time-wasting and misleading one of many parts in this horrible process.

  Business response

  04/11/2024

  We have reached out to the customer to try and secure lending but he hasn't responded. We also have a completed credit app on file. Our notes do not show that customer requested specific banks. We are still willing to help customer if he would like to come back to the dealership.

  Customer response

  04/11/2024

  I NEVER received any communication whatsoever from the dealership regarding this complaint! I even went back to the dealership on 4.5.2024 and no body even tried to talk to me, including my sales person ******. 

  I want this escalated immediately to the highest echelons of management at once. Their paperwork DID show I only requested specific banks, because everyone I spoke with KNEW and I even signed the four-square indicating that fact and information! So unless they destroyed evidence and paperwork, it would and should still be in the original deal jacket!

  I will give them ONE more chance to recti6this or my next communique will be to a high-priced attorney who has an excellent success rate and is out of state and will bleed them dry on fees.

   **************

  Business response

  04/23/2024

  I'm not sure what else to tell ****************. He came to the store and asked us to help him purchase his lease out or buy something new/different. He filled out a credit app and we did our best to do what was asked of us. Unfortunately we were unable to find a bank that would offer financing. But this is what we do every day. We facilitate buyer of vehicles thru a number of different lenders. We follow the same process and fill out the same paperwork for everyone as that is what the lenders we use require. We did nothing wrong other than what **************** asked us to do. I'm sorry if he feels we did something unethical...but we did no such thing. 

  Customer response

  04/30/2024

  I did NOT ask them to run my credit with seven extra banks, two of which I specifically told them NOT to run me with, I specifically told them to ONLY run me with two banks, they completely ignored my hand written and signed request to do what THEY wanted, which is against the law. I now have seven additional inquiries on my credit report when I should only have three. I will pur*** this legally until they remove the inquiries I did not authorize from my credit reports - because that is the ONLY thing that will make this situation resolved and considered closed, in my regard. If they still refuse and are stubborn and prideful and arrogant, I will make it my life's mission to see that they will never do this to anyone else ever again. This is blatantly illegal and immoral and they have been getting away with it for far too long, and making innocent people suffer for it. This will no longer be the business practice norm. I will *** them and pur*** criminal charges against the owners, company and any other subsided or organization that has anything to do with this. I will not be taken advantage of so carelessly when this was completely and 100% avoidable. Their greed will cost them money, fees and business finally. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used vehicle from Peterson Toyota on February 24, 2024. Three days upon purchasing we noticed rubbing sounds coming from the vehicle. We then took this vehicle to ******************* where they informed us that the wheel bearings were shot and the oil pan was leaking. We then scheduled an appointment with the Peterson Toyota service center. Upon inspection Peterson confirmed those issues that ******************* had found. They had our their party warranty company (purchased through Peterson) come out to inspect, the warranty company PROTECTIVE deemed the issues as pre existing to the purchase. Therefore they would not cover it. We are going on over a week with our vehicle sitting at Peterson. We spoke with them on Wednesday, they are unwilling to do anything to our vehicle until the service manager gets back from his vacation. They have also refused to inform us whether they will pay for the pre-existing issue that they did not disclose on the vehicle. We were unable to see the oil leak from the vehicle as Peterson never allowed us to see the vehicle sitting in one spot for more than a short period of time. Anytime we inquired about looking at the vehicle Peterson would offer to bring the vehicle to you. We initially thought they were being courteous, but it seems as if they were intentionally doing that to hide the leak.

  Business response

  03/14/2024

  Our GSM ******************* reached out to the customer and we are working to get this resolved. It appears there was some lack of communication on the dealerships part, and has opened an area of us for training. We value our customers and will work to get this service issue resolved for them.

  Customer response

  03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 8th, went to this dealership to test drive a 2015 QX80 for $20,999. Everything seemed nice. I had a check in hand and made the deal for $20,000 out the door after military discounts and other chopping. Something should've told me they were too eager to drop this to $20,000 out the door from the $23,571.88 that was about to be. But I needed a large *** for my family to get around comfortably in as I have a wife and 4 kids. Fast Forward 2k miles later and several texts with the original salesperson I finally left a message with the dealership explaining to them the car is barely shifting gears, won't go in reverse, will randomly sound like some kind of muscle car at the red light and drives absolutely terrible. A sales manager reaches out and tells me that they will "Trade me out" of the *** into something that is more reliable and near the same price. When I get to the dealership the next day they offered me $5,000 for trade in credit and tried to slap a $29,500 bill on my lap to get a 2013 Toyota Sienna. When I asked what happened with the dealer buyback, both salesmen got quiet and walked away. Then came back with a Toyota Camry **** for $29,500 as if they just didn't plain listen to me the first time. They denied being the last place the vehicle was serviced so said they didn't know anything was wrong with the transmission. Which is a lie cause the carfax said the last service was done at that exact dealership. Shame to see an establishment that employs vets just to look good in the eyes of the people but treats them like c*** behind close doors.

  Business response

  11/18/2023

  Our dealership has reached out to ************** in regards to the vehicle he purchased. We make every effort to let the customer know a vehicle is in "As-Is" condition. Please see attached DOCs. We also show that our shop did not caution the transmission as it was performing as designed when we took the vehicle in on trade, and the customer that traded us gave us no indication that the transmission was not properly functioning. Had we had any indication that the transmission was going to fail we would not have sold the car on our lot. It makes no sense for a dealer to sell a vehicle that has a bad transmission. Especially in todays digital world of reviews and online accountability, it would have made more sense to send this vehicle to an auction as opposed to trying to "trick" someone into buying it. 

  We offered ************** a one time goodwill payment of $2,500 to help offset the cost of a transmission but it sounds as though he didn't take the payment. In looking at the "As-Is" documents he signed, this was not something that we would have had to do, but we wanted to help him in this situation. As ************** accuses us of not taking care of ******** Members, nothing could be further from the truth. We do our best to take care of EVERY customer. We are sorry that ************** feels this way but it is simply not true. 

  Customer response

  11/18/2023

   
  Complaint: 20879281
  

  The statement they provided is both true and not false at the same time. While I will agree to leave it alone, Transmissions don't go out without visual or physical signs well before it happens but I digress. The dealership did reach out but not in the way mention but still in a very good way. They spoke to my wife and had her take the vehicle to a ***** where they would cover UP TO $2,500 in repairs. There was no check offer (nor does there need to be one) just to.clarify that. 

  Currently the vehicle has been sitting at the ***** since 11/17 and is scheduled to get looked at on 11/20. Will update accordingly with how the repair went and whether the repair cost was absorbed by dealership or not.

  Very Respectfully,

  *******************

  Customer response

  11/21/2023

  Just spoke to AAMCO this morning. The total repair cost is just under $7,000 after taxes and fees. The repair shop recommended by Peterson Toyota stated the vehicle was throwing NUMEROUS transmission codes, the clutch is faulty, the gears are bumping into place and reverse needs fixed as well as numerous other issues. They stated the **************** was dark black (Quote from ****** on what that means "Condition: Poor. Nearly black or black transmission fluid means the fluid is old, very dirty, contaminated, and if paired with a burnt toast smell, has oxidized.) which is strange cause according to the Carfax, Peterson Toyota ****************** serviced the vehicle and did a full inspection at *****k miles. A vehicle sitting on the lot of a dealership doesn't just get DARK BLACK transmission fluid ***** miles later. That's a 20,000-30,000 mile dilemma happening just after ***** miles. ***** makes it entirely possible that they accepted this vehicle on trade-in, sold it AS-IS without ever knowing there was issues with the transmission cause they never did the inspection they are required to do by law. They just simply reported it done and didn't actually follow through with it. Its that OR they did the inspection and lied about the condition of the vehicle and withheld that information from me (the buyer) to get me to purchase the vehicle. The place they recommended said themselves, that any computer plugged into the vehicle would've shown them the transmission error codes like it showed AAMCO. So either they saw it, and said nothing about it, or they didn't see it cause they didn't do the vehicle inspection.

  Business response

  11/29/2023

  We have reached out to ************** to help remedy the situation.

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Peterson Toyota, located at ********************************************************. My experience with the dealership has been deeply unsatisfactory and requires your attention.On October 28, 2023, my partner and I visited the dealership to collect a vehicle I ordered, a **** RAV4 Hybrid XLE. The salesperson, *******************************, then a finance manager, assisted with the paperwork, including setting up a loan and adding **********, a protection for the vehicle's exterior and interior, valued at $799.Upon returning home, I noticed 10 sharp nicks on the car's hood, many of which are deep into the metal, as if something was dragged across the hood. The roof of the vehicle was also filthy with dust, indicating inadequate ********** application. The salesperson attributed the nicks to rock chips during my journey home and offered no resolution.After escalating the matter to the sales manager, *************************, he stated that if I was so demanding he would not help me but if I was more cooperative he would see what they could do. He told me to return to the dealership on Monday, October 30.On that day, my partner and I met with the floor manager, ***************************, who said would check the surveillance camera. Two days later, ******************** informed me that the footage confirmed that I walked up to the vehicle before driving off the dealership and that was my last chance to inspect the car, I signed the paper and drove home, thus they are not at fault. He told me, Once you get your hood fixed, we will go ahead and re-Parmaplate that for ya.I believe this situation reflects a lack of accountability on the part of Peterson Toyota. I request your intervention for a fair resolution, including repairing the hood and reapplying ********** at no cost. Peterson Toyota should uphold its commitment to customer satisfaction and the condition of the vehicles they sell.Thank you for your attention to this matter, and I anticipate a prompt resolution.

  Business response

  11/10/2023

  As required by Toyota, Toyota has a very strict check-in policy for dealers when vehicles arrive at our dealership. Not only that, but the transport drivers that deliver the vehicles also have a strict policy they must follow. ******************** vehicle was ordered in specifically for her. This means that the first time this vehicle left our lot, it was driven by ********************. I went back and checked all our check-in logs from the transport driver, the detail manager that checked the *** into inventory, the service crew, and the detail crew that cleaned the vehicle and there was no damage listed anywhere on any report. It does a dealership no good to try and deliver a new vehicle with damage. The damage was enough that it would have been noticed by someone here at the dealership and we would have had it repaired prior to ******************** ever coming into the dealership to purchase her ***4. It makes absolutely no sense that we would intentionally sell new vehicles with damage. Furthermore, we have included a copy of the New Vehicle Delivery Checklist (for the BBB to review) where ******************** did in fact inspect and acknowledge that the exterior of the vehicle was "clean and undamaged". After she took the vehicle home, she showed back up to the dealership very irate and angry with the dealership as if we were somehow responsible for the damage when she clearly had the opportunity to inspect her vehicle for damage. We do not feel we are responsible for the damage and we are confident based on the video footage we have of ******************** inspecting the car and her signing off that it was damage free.

  Like I mentioned, nobody from the dealership ever drove ******************** car off our lot. The first time this vehicle left our lot, was when ******************** took it home. ******************** also acknowledges that she did sign the New Vehicle Delivery Checklist but mentioned she didn't look at the hood with her eyes an inch or two away from the hood. However, you could clearly see the damage standing a few feet from the hood, so she wouldn't have had to have been only an inch or two away from the damage to see it. 

  We are 100% willing to reapply the permaplate if ******************** wishes us to do so, which we already told her we would do. If she wishes to have the hood repaired we also told her we would repair it at employee cost to her. However, she wants the dealership to pay for it when everything we have on file shows the dealership wasn't responsible for the damage.

  We feel terrible about the situation, but the dealership delivered a clean and undamaged vehicle to ********************, to which she acknowledged, but we do not feel we are responsible for the damage in the hood. We are still willing to help her get it repaired.

  Customer response

  11/16/2023

   
  Complaint: ********
  
  Dear Better Business Bureau,

  I am writing to express that the response provided by Peterson Toyota regarding my recent complaint, Case # ********, is unacceptable. After carefully reviewing their response, I found several points that remain unresolved. I also would like to add more information to shed light on the chronological timeline of what happened on Saturday, October 28:

  1. Upon arriving at Peterson Toyota in the morning to pick up the brand new RAV4 Hybrid, I was invited to look at the vehicle. I casually walked around it and took it for a short test drive. 
  2. After the test drive, the car was parked and we went inside of the building to discuss the finance details with Sales Person, ************************** 
  3. Then I moved into the office of ***********************, a finance manager, to finalize the financial discussion, during which I decided to purchase a ********** coating on the exterior and interior of the vehicle. ****** informed the mechanics, and a Peterson Toyota employee drove the vehicle into the autobody shop for the ********** application. ****** told me the application would take approximately 50 minutes. Application of ********** involves spraying and wiping off the entire surface of the exterior. Meanwhile, ****** continued to guide me through the financial paperwork. 
  4. I was prompted to sign the paperwork in ******* office WHILE their  mechanics were still working on the vehicle in their shop. 
  5. Then, I was brought back to the Sales Person, ************************* and sat at a desk in the same building. Without exiting the building, ************************* verbally went through the checklist document at his desk, and he told me to sign it. Mind you, this happened without us exiting the building to inspect the vehicle as outlined by the document.
  6. ************************* and I exited the building and he accompanied me to the vehicle. Notably, ************************* did not facilitate any inspections. Instead, he directed me to the driver's seat, and we discussed the car's features and technology in the vehicle.
  7. He told me that the vehicle was now mine. I then drove off with my brand new RAV4. The weather was sunny and the road conditions were great. The distance between Peterson Toyota and my residence is 8.3 miles. I parked the vehicle in the garage at home.
  8. Shortly thereafter, as I carefully looked at and touched the surface of the vehicle, I noticed 10 nicks on the hood. Many of the 10 nicks are deep to the metal. However, against the dark ********************* hue of the car, they are not readily noticeable with just a quick glance. (Refer to the accompanying photo of the whole hood.) 
  9. I called ************************* right away. Without asking any clarifying questions, which I found irrational and unreasonable, he promptly asserted, quite unexpectedly, that I must have acquired rock chips on my way home. According to him, since I signed the paper and drove off, there was nothing they could do about it.
  10. ***************************** response during the phone conversation compelled me to go back to Peterson Toyota right away to express my concerns clearly to the upper management. 
  11. Upon arriving at Peterson Toyota to show them the nicks, ************************* repeatedly suggested that the nicks must be rock chips. (Afterwards, I took the vehicle to 3 different local auto body shops and I was told that those nicks did not look like rock chips due to their shape and location on the hood. Please see photos.) I emphasized that it was imperative for them to rectify the situation. His manager, ************************* offered no solutions and told me to return to the dealership on Monday.

  I want to be clear that the checklist referenced by Peterson Toyota was signed by me while I was in the building, without having the opportunity to inspect the vehicle AFTER their mechanics worked on it in their auto shop for an extended period of time. It is crucial to note that my vehicle was not in proximity of me during this signing. Additionally and notably, they failed to provide me with a copy of the signed checklist document that they are referring to.

  Furthermore, I question the validity of the checklist document. The Sales Person, *************************, verbally went over this list in a haste and at the end he told me to sign it. Moreover, on the same checklist is a section called Dealer Staff Introduction which is a checklist of people and departments that ************************* was supposed to introduce me to, none of whom I was introduced to, yet he checked all the boxes. Below is the list of people and department that he falsely checked off and signed that he introduced me to:

  - Service Manager 
  - Parts Manager
  - Customer Relations Manager
  - Introduced the customer to the Parts and Service Departments
  - Reviewed hours of operation and provided parts and ******************* telephone numbers
  - Scheduled first appointment (Date and Time of the scheduled appointment are left blank because we did not discuss it, yet the box is checked.)
  

  After signing the paperwork, I was escorted to the side of the vehicle and was prompted to get in the vehicle, as they said they confirmed by the footage of their surveillance camera. The footage should also confirm that they did not offer any opportunities for me to inspect the vehicle after their mechanics worked on it. 
  

  Furthermore, below is an excerpt of a recording of a phone conversation on November 1st between me and my colleague and Peterson Toyotas floor manager, ***************************. This recording further solidifies that Peterson Toyota, according to their surveillance camera footage, did not offer any opportunities for me to inspect the vehicle after they worked on the vehicle, before I left Peterson Toyota: 

  Floor Manager, ***************************: We reviewed the film and found it and everything, and you did do a complete walk around the vehicle and signed the paper and everything. What we can do is that once you get your hood fixed, we will go ahead and re-Parmaplate that for ya. 
  Me: How about the fact that you didnt walk me through after the treatment was done?
  Floor Manager, ***************************: Well, they dont need to. All they did was just put the treatment on.
  Me: But I didnt have a chance to check what the condition of the car was after you guys worked on it.
  Floor Manager, ***************************: You did. You got in the vehicle and you could just see there was no damage to it. I have that video also. 
  My colleague: So you have a video of her walking around the vehicle after it has been applied to reinspect the car? You have that on video?
  Floor Manager, ***************************: No, but you got into the car. You walked to the side of the vehicle and you got in. You would have been able to see that on the hood.
  Again, due to the ********************* color of the vehicle, the nicks are hard to spot at a glance. (See the photo of the hood.) 
  

  In a discussion with the floor manager, ***************************, he referenced surveillance camera footage featuring my presence. It is crucial to highlight that there is NO acknowledgment of a review of footage capturing their shop employees working on my vehicle. Subsequently, during a conversation with a representative from Toyota Motor's North ************************* *** agrees that Peterson Toyota should have comprehensive access to surveillance camera footage of the auto shop. Regrettably, Peterson Toyota failed to provide or is not willing to provide such footage.
  

  In summary, I contend that Peterson Toyota required me to sign the New Vehicle Delivery Checklist as a delivery condition, focused explicitly on the initial state of the vehicle. This signature does not extend to the vehicle's condition after Peterson Toyota performed auto body work. To reiterate, the failure of Peterson Toyota to facilitate an inspection after auto body work is the underlying issue in this situation.

  Finally, the offer made by Peterson Toyota to reapply ********** after I get my hood fixed does not address the core issue, though they should of course reapply ********** on this vehicle at no cost to me since the dirty roof (see the photo) is evidence of an inadequate application or no application of this service. 
  Their offer to repair the hood at an employee cost was never communicated to me, nor does it suffice as a resolution. I request Peterson Toyota to repair the hood and reapply **********, both at no cost to me. 

  I kindly ask for your assistance in urging Peterson Toyota to provide the necessary evidence and reconsider a resolution that aligns with the facts of the case. Your intervention is critical to ensure a fair and satisfactory resolution.

  Thank you for your attention to this matter.

  Sincerely,
  *****************************
  
   

  Business response

  11/16/2023

  We presented the delivery checklist that ******************** signed that her vehicle was clean and damage free. We showed the video to ******************** of her inspecting the vehicle. We have offered to her to have the vehicle repaired at employee cost to her, and we have offered to reapply the ********** after all the repairs have been made. Furthermore, Ms. ********* is now stating that the dealership is responsible for a new scratch on the headlight after she's owned the vehicle for almost three weeks now.

  ******************** also reached out to the *************** office and after we provided the information that we also provided to the BBB, they declined to hold the dealership responsible. 

  We regret the situation he ******************** is in, but we followed the steps the manufacturer wants us to follow. 

  Customer response

  11/22/2023

   
   Dear Better Business Bureau,

  I appreciate your continued assistance in addressing my concerns regarding the response from Peterson Toyota to my complaint, Case # ********. 

  I wish to convey my dissatisfaction with the insufficient replies offered by Peterson Toyota in their responses. I respectfully seek your assistance in directing them to furnish comprehensive answers to the particular concerns and points that I have raised in prior communications and will address in this letter.

  Note: I wish to underscore that there are two instances of deliberate misinformation shared by Peterson Toyota in the last two responses, which raises significant concerns about the integrity of the information provided by them. They are marked with ***.
  

  1. Failure to Conduct Final Inspection:
  Peterson Toyota's response did not acknowledge the critical issue of the dealership's failure to conduct a final inspection of the vehicle with me AFTER their mechanics worked on the vehicle. It is necessary for them to confirm whether or not they admit to this lapse in their procedures and provide an explanation for their agreement or disagreement.
  

  2. Video Evidence***:
  Peterson Toyota stated in their second response, We showed the video to ******************** of her inspecting the vehicle. I must emphasize that no video was ever presented to me during my interactions with them. I kindly ask Peterson Toyota to specify the exact time and method they assertively claim to have shared the surveillance footage with me, as I have no record of such communication taking place. I also request them to provide the alleged video in their next response. 
  I also request them to share the video footage from the auto shop, specifically timestamped between 12:30 PM and 2:00 PM on October 28, 2023, which has also not been communicated  to me or shared with me or the BBB.
  

  3. Validity of the "Checklist" Document:
  In my previous communication, I pointed out the illegitimacy of the "checklist" document, as the Salesperson ************************* falsely checked off boxes on the list and illegitimately signed it. Peterson Toyota did not address this concern in their response, so I would like them to revisit and reply.
  

  4. Employee Price Repair Offer on the Hood***:
  In their first response, Peterson Toyota stated, if she wishes to have the hood repaired we also told her we would repair it at employee cost to her. In their second response, they stated again, We have offered to her to have the vehicle repaired at employee cost to her, ... However, I was never informed, communicated, nor written to, of this offer. I request details on who extended this offer to me, when, and through what media. If they intend to present this offer at this time, they should formalize it through an official medium, such as a written communication.
  

  5. Communication with Toyota Corporate Brand Engagement:
  In the previous response, Peterson Toyota referenced the *************** Office" declined to hold the dealership responsible. I have been communicating with Toyota Corporate Brand Engagement in *****, and I seek clarification on who or what the "*************** Office" represents in this context.
  

  I request that Peterson Toyota address all five points mentioned above.

  In conclusion, I remain committed to reaching a fair and satisfactory resolution to this matter. I appreciate your continued support and intervention. Thank you for your attention to this ongoing issue.
  

  Sincerely,
  *****************************
  

  
  

  Business response

  11/27/2023

  We again apologize that ******************** is in the position that she is in, but the only thing we are going to do is paint the hood at at employee cost, and reapply the ********** once the detail is complete. 

  With the documentation of ******************** signing off that the vehicle was clean and damage free, these were the only stipulations that Toyota asked ** to perform after ******************** filed a complaint with the regional office in ********. 

  We will continue to post this same response as we are doing exactly what Toyota asked us to do. 

  Customer response

  11/29/2023

  Hi ******,  
  
  I hope you had a great Thanksgiving week!
  
  I received a response from Peterson Toyota. They have not addressed what I asked them to address for my last two responses. I will yet again request them to address my questions to them. They will probably respond the same way dismissing it. Can the BBB request them to address my concerns and questions?
  
  Thank you in advance for your help. 
  *****************************
  

  
  

  Business response

  11/29/2023

  We again apologize that ******************** is in the position that she is in, but the only thing we are going to do is paint the hood at at employee cost, and reapply the ********** once the detail is complete.

  
  With the documentation of ******************** signing off that the vehicle was clean and damage free, these were the only stipulations that Toyota asked us to perform after ******************** filed a complaint with the regional office in ********. ******************** referenced that she was working with TMNA in *****, *****, but those complaints are sent back to the regional office that is associated with the address of the complaint. TMNA contacted the liaison at the ******** **************** Their response is copied below.

  ----------------------------------------------------------------------------------------------------------------

   

  "Good Morning,
  
  Closing the loop on this case..
  I spoke with the **************** this morning and communicated the dealer and regions position, which the rep will communicate to the guest:
  Dealer will wash and re-apply the perma-plate and or provide a discounted rate at the body shop if the guest chooses to proceed with either.
  Dealer will not pay to fix/repair scratches.
  
  Any questions, let me know.
  Thanks again for your swift response and your support!
  ***********************************
  Dispute Resolution Analyst | ********************************************************* **** | Toyota ***************

  ------------------------------------------------------------------------------------------------------------------

  We tried to reach out to ******************** (or possibly her husband) but they did not respond to our phone calls. If ******************** would've taken ** up on our offer, we would have done our best to get the hood repaired and save her as much money as possible, and this issue would already have been resolved. 
  

  Customer response

  11/29/2023

  Hello, 

  Thank you for your help with this case. 

  In Peterson Toyota's reply on 11/29, they wrote:

  "We tried to reach out to ******************** (or possibly her husband) but they did not respond to our phone calls. If ******************** would've taken ** up on our offer, we would have done our best to get the hood repaired and save her as much money as possible, and this issue would already have been resolved. "

  This statement is opposite from the fact. From the beginning, I returned all the calls that I received. My partner called them as well and they told him they wouldn't talk to him because it is not his car. 

  Is there a way that I add this information to the case so that whoever reads it will be warned about this business?

  Thank you in advance for your help.

  *****************************

   

   

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Salesman named *** told me I had to put a $1000 deposit down to get a supra. They had me go through what color I wanted and options and then finalize my choice. I told them up front I wanted a yellow or orange car. They told me they would get me that color and would put a order in. Toyota announces the orange will be a special edition and yellow is discontinued and *********** back peddles and says the owner gets the car if they get one in that color and its limited but they will have a blue one coming if I want it in late august. I never get contacted and see its on there website to find out they sold it to someone else. They also never bothered to tell me they cant actually order a car they get what toyota gives them. If I knew they couldn't actually order the car I wanted and they would just hope the car I wanted showed up and I knew the owner would claim the color I wanted up front if they got it. I wouldn't of given them $1000 of my money. Now Im out my money and my time. I will never deal with a Peterson dealership again. Honestly just want my money back and to be done with Peterson and never deal with them again period.

  Business response

  10/18/2023

  We reached out to ******* and found that our salesperson (who is no longer with us), gave ******* some bad information. We refunded his deposit and made sure we addressed any other concerns. Our policy has never been to keep peoples money on an order we wouldn't be able to fill. We apologize to ******* that he felt that was the impression given to him. We had additional training this morning to make sure our sales staff is telling potential customers the correct things.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a formal Complaint, about Peterson Toyota ****************** using NON Toyota Coolant in my 2012 Toyota Rav4. Instead, they used an inferior non Toyota coolant but charged the Toyota coolant price. When I confronted service writer *************************** ************ about this fraudulent act he said he would talk to the service manager. A short while later ************************* called me back and admitted the service Technician did in fact use Zerex coolant made by ********* but said it would be ok to use and had no idea the service department was doing this. He said he would have his service Manager ***************************** call me back to resolve the issue. The Service Manager did not call me back nor try to resolve this issue. The public has a right to know when you take your car to a Toyota Dealership the customer has an expectation that the ********************** ****************** will use Toyota parts and not cheaper inferior parts or fluids. We are asking the car's coolant system be flushed out and the coolant replaced with Toyota super long life coolant as should have been done in the first place.This happened August 18,2023 I paid $182.00 for a coolant flush The Toyota Dealership committed to using Toyota Products in Toyota vehicles but did not The business Has Not Tried to resolve this issue Customer number #****** Invoice #******

  Customer response

  08/22/2023

  Please close this complaint. I have been in contact with the Service Manager and we have resolved the issue. Thank you.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer hands out Spiff money for upsells to all of the technicians on my department for the Lube area at Peterson Toyota. As my paychecks come into the month, my Spiff is added to my paycheck, taken out, and then on managements own time given to the employees whenever they see fit. There is no given time or date we are supposed to receive our Spiff bonus, and frequently our Service Manager will forget to put our money in, so we will receive our cash from a paycheck 2 months ago, 2 months later. This issue has not been resolved for two years prior, and this is an ongoing issue at this company. Employee withholding pay from employees, and giving the money on their own time.

  Business response

  06/19/2023

  This sounds as if there was a mistake on the accounting. We have reached out to the employee, his supervisor, and our accounting office to get this issue resolved. We wish the employee would have asked his supervisor about any misunderstandings.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩